Technical Manager
Há 10 horas
Overview Technical Manager & Field Support - Latam (Biotech/NGS Area) Summary: This individual will manage a team of Field Service Engineers and Technical Support staff. They will ensure customer needs and expectations are met in a timely manner and will coach and mentor Field Service and Technical Support personnel. They will also help guide quantifiable departmental goals for Field Service and Technical Support. Responsibilities Reporting directly to the Head of Latam region. Interfacing and partnering with the Global Technical Support Manager, the Global Training Manager, the Sales Manager of Service Sales, and various levels of MGI management. Defining individual training and development needs for MGI Field Service and Technical Support personnel; assisting Head of Latam with hiring and staffing recommendations; strategizing resource utilization; and evaluating performance on a quarterly basis. Managing workload and response times of Field Service and Technical Support personnel; ensuring calls are documented, logged, re-evaluated, and re-assigned as needed to fulfill customer needs. Managing travel costs of Field Service engineers and FAS; managing Field Service inventory controls. Communicating critical information from Director Global Field Service to Field Service and Technical Support personnel in a timely manner. Providing continuous feedback to Field Service and Technical Support personnel to meet goals and requirements for: response times, call logs, and first-time resolution rates. Owning CEC (Center of Customer Experience) / technical responsibility of demolab. Able to cover the whole Latam timezone. Education & Experience Master's degree or above in Genetics, Molecular Biology, Bioinformatics, or related subject. NGS academic training or background or work experience preferred. Undergraduate with outstanding knowledge and skills is welcomed. Minimum of 5 years' experience in technical support / customer relations and field service management. Desired Competencies Learning on the Fly – learns quickly, open to change. Organizational Agility – knows how to go through the proper channels to get things done. Peer Relationship – cooperative, team player, trusted and supported by peers. Planning – sets specific goals and objectives; can plan for the length and difficulty of assignments; can break down projects into tasks. Priority Setting – focuses on what is most important. Communications – communicates effectively. Willingness to travel mainly within the appointed region; international travel (including China) for training or special calls as required. Benefits Medical Coverage Odonto Coverage Travel Insurance Meal voucher Gym allowance Employment Details Seniority level: Mid-Senior level Employment type: Contract Job function: Engineering and Information Technology MGI provides equal employment opportunity without regard to race, color, religion, sex, national origin, sexual orientation, gender identity and/or expression, age, disability, veteran or uniformed service status, or any other characteristic protected by applicable law. MGI does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our website, employees or Human Resources. MGI will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of MGI and will be processed accordingly without fee. #J-18808-Ljbffr
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